{"id":1146,"date":"2020-04-30T10:28:14","date_gmt":"2020-04-30T15:28:14","guid":{"rendered":"https:\/\/it.rutgers.edu\/service-management\/?page_id=1146"},"modified":"2025-06-24T11:06:15","modified_gmt":"2025-06-24T16:06:15","slug":"it-incident-management","status":"publish","type":"page","link":"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/","title":{"rendered":"IT incident management"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; _builder_version=&#8221;4.16&#8243; locked=&#8221;off&#8221; global_colors_info=&#8221;{}&#8221;][et_pb_row column_structure=&#8221;3_4,1_4&#8243; _builder_version=&#8221;4.20.0&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_column type=&#8221;3_4&#8243; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][et_pb_text _builder_version=&#8221;4.20.0&#8243; global_colors_info=&#8221;{}&#8221;]<\/p>\n<h4><strong>Incident Management<\/strong><\/h4>\n<p>Incident Management is the process of managing IT incidents throughout the incident lifecycle. Incident management ensures that normal service operation is restored as quickly as possible, and minimizes business impact.<\/p>\n<h4><strong>What is an IT incident?<\/strong><\/h4>\n<p>ITIL\u00ae (<span>Information Technology Infrastructure Library)<\/span> defines an incident as an unplanned interruption to or quality reduction of an IT service.<\/p>\n<h4><strong>Primary objectives<\/strong><\/h4>\n<p>The primary objectives of incident management are:<\/p>\n<ul>\n<li>Return the IT service to users as quickly as possible.<\/li>\n<li>Minimize adverse impact on the business.<\/li>\n<li>Maintain the best possible levels of service availability and quality.<\/li>\n<\/ul>\n<h4><strong>Benefits and value to Rutgers<\/strong><\/h4>\n<ul>\n<li>Reduced downtime and higher service availability<\/li>\n<li>Alignment of IT activity to real-time business priorities<\/li>\n<li>Ability to identify potential improvements to IT services<\/li>\n<li>Identify additional service opportunities and training gaps<\/li>\n<\/ul>\n<h3><strong>Contact us<\/strong><\/h3>\n<p>To learn more or onboard to IT incident management, email us at <a href=\"mailto:smo-support@oit.rutgers.edu\">smo-support@oit.rutgers.edu<\/a>.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][et_pb_column type=&#8221;1_4&#8243; _builder_version=&#8221;4.16&#8243; global_colors_info=&#8221;{}&#8221;][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Incident Management Incident&#8230;<\/p>\n","protected":false},"author":910,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"template-custom.php","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>IT incident management - Service Management<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"IT incident management - Service Management\" \/>\n<meta property=\"og:url\" content=\"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/\" \/>\n<meta property=\"og:site_name\" content=\"Service Management\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-24T16:06:15+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/\",\"url\":\"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/\",\"name\":\"IT incident management - Service Management\",\"isPartOf\":{\"@id\":\"https:\/\/it.rutgers.edu\/service-management\/#website\"},\"datePublished\":\"2020-04-30T15:28:14+00:00\",\"dateModified\":\"2025-06-24T16:06:15+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Service Management\",\"item\":\"https:\/\/it.rutgers.edu\/service-management\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"IT incident management\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/it.rutgers.edu\/service-management\/#website\",\"url\":\"https:\/\/it.rutgers.edu\/service-management\/\",\"name\":\"Service Management\",\"description\":\"A Rutgers IT Service\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/it.rutgers.edu\/service-management\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"IT incident management - Service Management","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/","og_locale":"en_US","og_type":"article","og_title":"IT incident management - Service Management","og_url":"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/","og_site_name":"Service Management","article_modified_time":"2025-06-24T16:06:15+00:00","twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/","url":"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/","name":"IT incident management - Service Management","isPartOf":{"@id":"https:\/\/it.rutgers.edu\/service-management\/#website"},"datePublished":"2020-04-30T15:28:14+00:00","dateModified":"2025-06-24T16:06:15+00:00","breadcrumb":{"@id":"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/it.rutgers.edu\/service-management\/it-incident-management\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Service Management","item":"https:\/\/it.rutgers.edu\/service-management\/"},{"@type":"ListItem","position":2,"name":"IT incident management"}]},{"@type":"WebSite","@id":"https:\/\/it.rutgers.edu\/service-management\/#website","url":"https:\/\/it.rutgers.edu\/service-management\/","name":"Service Management","description":"A Rutgers IT Service","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/it.rutgers.edu\/service-management\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"}]}},"_links":{"self":[{"href":"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/pages\/1146"}],"collection":[{"href":"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/users\/910"}],"replies":[{"embeddable":true,"href":"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/comments?post=1146"}],"version-history":[{"count":13,"href":"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/pages\/1146\/revisions"}],"predecessor-version":[{"id":2477,"href":"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/pages\/1146\/revisions\/2477"}],"wp:attachment":[{"href":"https:\/\/it.rutgers.edu\/service-management\/wp-json\/wp\/v2\/media?parent=1146"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}